Chuck Devore at The Federalist did a good job recently of outlining how most former military feel about doing business these days with USAA, a company that many feel has betrayed their customer base.

Once a low-cost haven for service members, veterans, and their families, USAA’s troubles suggest a company prioritizing leftist ideology over its mission, he writes.

The new CEO of USAA, Juan Andrade recently sent out an email attempting to address the issues. You can read it below.

The lack of accountability in the email for those behind the destruction of USAA's business was alarming.

"NOTED ... LONG, RAMBLING, ... ends with 3 priorities [building meaningful careers, supporting financial security and promoting overall well-being] MEANING WHAT??? ... how about FAILURES BEING FIXED," said one long-term USAA member.

"PAST (Current???) ERRORS OF SUPPORTING DEI AND NOTHING ABOUT FINANCIAL RATING or DROPPING COSTS OF INSURANCE."

The CEO's email missed the mark.

We expect more and hope for accountability. The members feel as though they are owed transparency into how the company is going to remove the influence of the 'woke culture' which has invaded yet another once great American institution.

Fellow member,
I have now had the privilege of serving as CEO of USAA for just over 90 days. Leading a team with such passion for serving our military community is the honor of a lifetime. USAA is truly a one-of-a-kind company. This is your Association, and I want to share frequent updates on our work to better serve you.

USAA Priorities
I outlined priorities for all employees on my first day. First, we must relentlessly focus on improving and delivering exceptional service, while continuously enhancing the value of your membership. To help us achieve this goal, we must:
•Enhance our product and delivery capabilities to offer you the most innovative and competitive products.•Use new technology to improve member and teammate experiences.•Advocate for those we serve to help the military community thrive emotionally, physically, financially and professionally.
Going forward, you will hear from me quarterly and my updates will continue to center on these priorities. I will also reach out from time to time with important news and at moments that are meaningful to all of us.

Providing Exceptional Service and Improving Based on Feedback
Providing exceptional service has always set USAA apart. While we strive to offer best-in-class service in every interaction, we do not always get it right and this can be frustrating for our members.

Guided by member and teammate feedback, I have put together dedicated teams across USAA to significantly improve the service we provide and your experience when engaging with us. One example is the authentication process for members to access USAA accounts and policies. Many have experienced difficulty with this process. We are working to create a seamless experience for members — without compromising the security of your accounts or personal information. These improvements are happening alongside several others, specifically in the areas where you have given us feedback.

Our focus is on continuously improving service and enhancing the value of your membership. To do that, we are adding to the variety of benefits you already have available to you as a USAA member, including:
•Sharing in USAA’s Success. In 2024, we returned $2.2 billion to members through distributions, dividends, bank rebates and rewards.• Tailored Advice and Tools. We know the unique moments you experience in your military career, as well as in everyday life, and we understand what you need to navigate successfully. With a complete picture of your financial journey, we can share more personalized advice to help you meet your goals. Plus, our advice pages cover topics like planning for a PCS, how to spot scam attempts and exploring life insurance options.•Staying Safe and Preventing Losses. The best claim is one that never happens. We help you keep your family safe and avoid potential losses and stress through preventative measures. This includes in-home leak detection, wildfire mitigation around your property and rewarding safe driving habits. But, should the worst happen, we are here to help you build back stronger with one of the best claims teams in the industry.•Being Part of a Movement. Face the Fight™ is a collaborative initiative, spearheaded by USAA, focused on preventing veteran suicide. Last week, we released the coalition’s latest progress report. To date, more than 337,000 lives have been impacted and more than 40,000 veterans have received evidence-based care through our grant-funded initiatives. Based on current data, we are on track to help save more than 6,500 lives by 2032.•Offering a Hand Up to Military Families. Through the National Auto Body Council Recycled Rides® program, we gift veterans and their families reliable transportation. We have already donated hundreds of vehicles, many of which have been retrofitted to meet recipients’ unique needs.
Being There When You Need Us
Exceptional service goes well beyond the everyday moments. It also means showing up in the difficult times, when our members and communities need us most. Our Association has done this time and time again, from the January wildfires in California to the recent flooding in Central Texas. Several members of the USAA Family were affected by the Texas floods, some of whom lost their lives, and our hearts are with their families. Our dedicated Survivor Relations Team, which serves the loved ones of all USAA members who have passed, is supporting them during this difficult time.

These extreme weather events can be devastating, and we will always have our members’ backs whenever and wherever we are needed. In both instances, the wildfires and the floods, our mobile response units were among the first on the ground. In California, thanks to state-of-the-art technology, we were able to assess damage and pay claims quickly, in some cases, even before members were able to return to their homes. In Kerrville, TX, I had the honor of spending time with our team, our affected members and the courageous and dedicated city, county and state officials leading the search, rescue and recovery efforts. USAA committed $500,000 to support these efforts, which has grown to more than $3.5 million thanks to the generosity of our members, employees and partners. It is moments like these when the true heart of our Association comes to life. It is a point of pride for me and I hope for you, too.

Being a USAA member means being part of a community united by shared values, a commitment to service and a desire to help military families. Many of you are active in your support, and I thank you. You can also count on your Association to steadfastly act on your behalf and take care of our members.

Advocating for the Military Community
You have shared that part of what makes USAA special is our dedication to the causes that matter most to all of us. That is why one of our key priorities is to advocate for those we serve and be a voice for change — not just for members, but for the entire military community.

Going forward, we will center our efforts on building meaningful careers, supporting financial security and promoting overall well-being, including mental health. To amplify our impact, we are mobilizing a national network of public and private partners to help build resilience across the military community. We will focus on junior enlisted service members, military spouses and children, those transitioning out of the military and wounded or ill service members and their caregivers.

What I have shared today is only the beginning. We pride ourselves on going above for those who have gone beyond. We have much to be proud of, but we also have work to do to consistently deliver exceptional service, every day and with every interaction. I will keep you updated on our progress. Please reach out to me at [email protected] with your suggestions.

Thank you for your continued trust in USAA. Our Association’s best days are ahead — and I look forward to the journey with you.